Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!

This week, we have updates on National Remembrance Day, NWVA inspection actions, rescue bag guidelines, Aduit score changes, Supply chain updates, and more!

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Since the Live Customer Feedback Dashboard went live, there has been quite an increase in hubs challenging customer care refunds, even though the majority of the issues are not influenced by customer care.

🤖 Refund Decisions Are Automated:

There is no need to send individual refund cases to Customer Care. Agents cannot influence the refund decision. Refunds are determined by an algorithm based on the value of the items and the customer’s historical behavior, which already takes potential fraud into account.

🆘 How You Can Help:

We are working on adding a “Flag as Potential Fraud” button in the tool, which will allow hubs to highlight suspicious cases. The fraud team will then review these cases separately and adjust the refund model over time based on the findings.

❌ Avoid Adding Unnecessary Workload:

Forwarding cases to Customer Service only creates extra workload without adding any value to the decision process. Please refrain from sending tickets regarding individual refund requests.

On May 4th, the Netherlands observes National Remembrance Day. At 20:00, the entire country pauses for two minutes of silence to honor those who gave their lives for the freedom we enjoy today.

Customers will still be able to place orders, but no work should be carried out during this time.

We have another busy sales day coming up. May 4th, the Netherlands observes National Remembrance Day. At 20:00, we expect to see a big boost in orders from 19:00 onwards due to supermarket closures and need to ensure our fleets is ready!

Please take extra time this week to update any damages on your fleet so they can be ready for the big day!

Currently, we still have quite a supply of the old inbound carts available in the hub. In order to remain compliant with the labour safety regulations, we need to remove the ladder that is mounted on the cart as soon as possible.

Please do so by this Friday, 2.5.25, and upload a picture of all of your carts without any ladders mounted anymore via the Google form.

👉 Link: Here

Recently, NWVA increased the number of inspections, and we wanted to highlight some specific points:

📣 If you have any questions, please reach out Ozan Batuman

With the launch of the Rescue Bags we have seen some related issues in feedback from our customers that we can improve on.

We have a quick guide on the Rescue bag and Rescue Bakery Bag to help you create the best possible experience for our customers.

👉 PDF Download Link: Here

To keep us as safe and compliant as possible, the hub audit score will increase from a pass at 65% to 85% as of May, this is to make sure we keep the highest possible standards.

If your hub was audited recently and received a score of below 85%, you will be audited again before the end of May. We advise you to re-evaluate your recent audit results and address the action that is needed.

Going forward, if your hub scores less than 85%, you will be eliminated from the HM incentivisation bonus and will have re re-audit within 4 weeks until a satisfactory score is reached.

📣 If you have a question, please reach out Ozan Batuman

A small update, which organises the vehicle screen better by grouping by vehicle type, with the highest capacity showing first, to help make assignments faster and easier!

When choosing a vehicle, make sure riders choose the vehicle with the biggest container capacity first. This is very important, as we aim to increase our efficiency through stacked orders and bigger bikes, such as Rapid and 20Fifty, which enable us to do so!

📲 Please advise all riders to update their app to the latest version

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Last week, we announced that the Summer Flink Football 6-aside Tournament is back!

We have had over 120 people apply to take part so far, Please make sure everyone who wants to join fills out this form ASAP!
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We have the locations and dates of the three local tournaments to share with you...
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​There will be three local tournaments:

The winners, runners, and 2 top 3rd-place teams from each local tournament will qualify for the finals tournament that will take place in Amsterdam (date TBC)

Prizes will also soon be announced, but trust us, its going to be a special one for the winner this year!

We look forward to seeing you on the field! ⚽ 💕

There are 3 main ticket types that you can submit in Hub Alert, all of them help Flink and your teams run as effectively as possible:

🥫 Product Issues: If you receive products from the supplier with missing SKUs, missing/wrong EANs, or wrong product descriptions/weights.

Results:

👍 Fewer pre and post-issues

👍 More efficient hub

👍Happy Customers mean more orders

📦 Delivery issues: if, during the delivery, you receive damaged products, have roll container, logistic, or product issues.

Results:

👍 Fewer pre and post-issues

👍 More efficient hub

👍Compensation to Flink for supplier issues

🔢 Shelf issues: to report missing shelf numbers, to request shelf changes and to provide feedback on facings.

Results:

👍 More efficient hub

👍 Fewer post-order issues for damaged items
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Every Hub Alert counts! Future waste/delivery issues will be solved/lower due to the direct actions we and the suppliers are taking based on the ticket.

👉 Please find the Fruit & Vegetable leaflet for WK17: here.

You will be responsible for ensuring that Flink Netherlands meets our 28-minute promise, resulting in happy customers all around, while balancing efficiencies. To achieve this, you will need to be proficient in:

Requirements:

👉 If you would like to apply, please use the link

👉 Other job openings here

The changes will go live tonight between 01:00 and 07:00, so please move the products to their new locations tonight after closure/tomorrow morning.

🤓Don’t forget the back stock! When moving products to their new shelf, always remember to check and reposition any backstock on the top shelves as well!

Read more about the different Hub Sizes here!

Why do we do shelf changes?

Shelf changes are primarily made to optimize product placement, such as moving items from an S to an XS shelf. This allows the shelves to be listed in more hubs than they currently are, expanding the assortment’s size across all hubs rather than concentrating it in only the larger L or XL hubs.

For example, by consolidating products on an S shelf, we can free up space on a relatively empty M shelf and streamline product placement from top to bottom.

This process will continue in the near future as we work to broaden our assortment. Expanding our assortment ultimately increases the potential basket size for customers.

If you notice products that don’t fit the shelves when following the facings, flag them via the “Facings feedback” option in Hub Alert.